Emoji Support

Chat interactions

Starting with Workspace Desktop Edition version 8.5.115.17, emoji support is introduced. Agents can receive and send emojis during chat interactions. By default, the application uses the operating system’s emoji character set. It is possible to configure the application to display other 3rd party emoji characters if necessary. This capability ensures the customer intention is not lost when an emoji is used during an interaction.

In chat interactions, emojis are handled as Unicode characters, which systems recognize and translate into an image. On computers, the image that is displayed is dependent on the font being used. Not all fonts support emojis and not all fonts support all emojis. On mobile devices, the image that is displayed is depending on the image set of the platform. Each mobile device substitutes the Unicode character with an image.

To enable emojis in chat interactions using Workspace Desktop Edition, follow these steps: https://docs.genesys.com/Documentation/IW/latest/Dep/ChatInteractions

To support emojis with the Chat Server deployment, ensure:

• Interaction Server and Chat Server must run in UTF-8 mode
• Universal Contact Server must be deployed and run under UTF-8

WeChat interactions

https://docs.genesys.com/Documentation/ES/latest/MessAppsGuide/WeChatPlugin

Apple Business Chat interactions

https://docs.genesys.com/Documentation/ES/9.0.0/MessAppsGuide/ABCPlugin#Emojis

Social Media Plugin for WDE

https://docs.genesys.com/Documentation/ES/8.5.4/SMSolution/IWPlugins

Emoji Picker

Social Media Plugin for Workspace Desktop Edition uses the following configuration options to display emojis in inbound interactions and in emoji picker: • facebook.font-name • twitter.font-name

To connect the emoji picker for Facebook and Twitter we have to add in WDE configuration settings in existing interaction-workspace section keys: • facebook.emojis-business-attribute • twitter.emojis-business-attribute Set the value of the these attributes options to the name of a Business Attribute that defines the emojis that you want to support. It can be one common attribute, for example "Emojis", per both facebook and twitter mediatypes or different like for example "FacebookEmojis" and "TwitterEmojis". Use the following steps to create a Business Attribute that defines the emojis that your agent can send: 1. Create a new Business Attribute with a name (for example "Emojis"). This is the Business Attribute that you set as the value of the chat.emojis-business-attribute option. 2. In the Attribute Value tab of the Business Attribute, create one value for each emoji Unicode character that you want to support. 3. Name each value with a unique name, such as the number of the Unicode character that you want to support. The Display Name that you define is displayed in a tooltip when an agent hovers their mouse pointer over an emoji before selecting it from the chat text field tools. 4. For each attribute value, configure the code option and assign to it the value of the emoji Unicode character. The value of the Unicode emoji format is 1F6nn where nn are digits in hex format; for example: 1F607

Email interactions

Emojis are not supported in email interactions yet.

Browser limitations

There is currently limited Unicode emoji support. See https://docs.genesys.com/Documentation/GWC/8.5/Deployment/GWCSupportedBrowsers